Product Operations Consultant Sport

Job Description

JOB DESCRIPTION – PRODUCT OPERATIONS CONSULTANT SPORT

Location: Stockholm (Oslo, Gothenburg or Helsinki)

Division: Ticketmaster International

Line Manager: Regional Product Operations Manager

Contract Terms: Permanent

THE TEAM

Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction.

International Client Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.
Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients' needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients' and local Markets' needs and challenges day-to-day.

THE JOB

In this role as Product Operations Consultant Sport XR, you will be our lead in launching a new modern sports platform in our region.

We are bringing Sport XR – used by several Premier League teams and other top-tier clients – to our local sports clients.

You will own the roll-out of Sport XR, supported both from our local teams and Ticketmaster Sports International Product and Engineering team.

You will become the knowledge expert over the Sports segment set of products, in some cases being responsible for advanced configurations, and will consult with end users to define solutions to extraordinary client needs and issues. The Product Operations Consultant will also become the first tier of support to internal end users when in need of product understanding and/or product issues and disruptions.
Once the first beta rollout of Spot XR is successful the role will work closely together with the local Client Development teams sign new clients. Taking part of the sales pitch, securing the new contract and onboarding the client.

You will collaborate with a wide community of Product Operations Consultants across the different Regions and Markets, facilitated by the Director of Product Operations International, so that product knowledge is built consistently across the board and product roll-out and support processes benefit from our international scale and synergies.

The Product Operations Consultant will continuously engage with Product Management and Product Support teams to understand Product Roadmaps and be able to anticipate roll-out and support efforts at Regional and Market level.

WHAT YOU WILL BE DOING

PRODUCT ADOPTION
• Contribute to the implementation of Sport XR platform to the initial Beta clients
• Gather insights from the beta implementation to define an efficient process of rolling out the platform to greater scale
• Communicate product updates, new features, and functionality
• Facilitate process to implement new products and features within the assigned Regions
• Responsibility to facilitate the test of products and features
• Communicate and clarify product updates and known issues.
• Actively identify new clients and work closely together with Client Development to sign these.
• Track product advanced configurations and translations.
• Work with Education in defining training needs to facilitate product adoption and roll-out
• Identify blockers or constraints towards scaling up product adoption

PRODUCT CONSULTANCY
• Develop master knowledge of the Sport XR product suite
• Understand client organization's long-term business goals and how they align with Sport XR
• Evaluate business processes and assist clients to develop strong best practices
• Bring technical knowledge and first line support to the Regional Client Support teams
• Assist Client Development with RFP responses in the sport segment

PRODUCT SUPPORT
• Track and follow up client issues and support via company tracking system Salesforce.
• Bridge issue resolution between Product Support central team and Regional Client Support teams
• Facilitate Regional product advancement through communication of client feedback to Product and Engineering teams
• Oversee Product software installation and upgrades
• Coordinate with install timeline, data extraction, and checklist
• Sport XR troubleshooting

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

You will be required to demonstrate a high-level of business acumen together with a strong level of sector knowledge, relating to the international ticketing and sports business.
• Experience from product consultancy or advanced support processes
• Knowledge of ticketing platforms.
• Strong written and verbal communications skills in English and at least one of the regional languages.
• Strong Microsoft Word, PowerPoint, and Excel skills
• Experience with building and maintaining strong relationships with stakeholders
• Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:
• Exemplary interpersonal skills
• Excellent presentation, written and oral skills
• Ability to take initiative whilst working collaboratively
• Strong attention to detail and highly analytical mind-set
• Comfortable dealing with ambiguity and aptitude to propose solutions
• Natural curiosity about how things work and confidence with technical details
• Results and delivery focused with an eye for quality and reusability
• Ability to adjust priorities and approaches
• Ability to work in a fast-paced environment with tight deadlines
• Drive to be a subject matter expert and ambition to grow in the role
• Innovative and flexible– thrive to find solutions outside the box
• Not accepting the status quo, working with a sense of urgency to deliver results

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamw

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Jobcode: Reference SBJ-ro376p-18-222-107-253-42 in your application.